• Deeply understand customer problems, going beyond surface-level symptoms • Take full ownership and solve problems end to end • Explain solutions clearly and simply, without jargon • Teach customers how to effectively use InfinitePay’s products and features • Work daily with modern support tools, automation, and AI agents to increase efficiency and scale impact • Act as a trusted partner with a critical mindset, proactively preventing customer issues and executing and driving product improvements based on real customer insights

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers. • Maintain personal and departmental case load by responding to and working on cases within stated SLAs. • Coordinate with Laserfiche development when cases require additional assistance • Report and file bug tickets that come up during troubleshooting • Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases • Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum • Watch and review videos of internal software training sessions and development meetings • Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices. • Enroll and complete relevant product and technical training courses in the company’s Learning Management System. • Participate in departmental training sessions in-person or remotely.

• Become a subject matter expert in the Dutchie platform, including POS, Ecommerce, Payments, and related integrations • Triage and manage Jira issues related to bugs, billing, data requests, dashboards, traceability, discounts, taxes, and third-party integrations within defined SLOs • Write clear, actionable bug reports that outline issues, reproduction steps, and impact, escalating to Product and Engineering as needed • Maintain and contribute to product documentation, troubleshooting guides, and best practices • Partner closely with the PSE team to share knowledge, troubleshoot issues, and improve team effectiveness • Identify trends in technical issues and bugs, providing consistent visibility and insights to stakeholders • Manage a backlog of Jira tickets and collaborate with Product and Engineering to ensure timely resolution • Participate in projects that improve processes, tooling, and support efficiency across the organization • Join incidents as the Support point of contact and Voice of the Customer • Participate in an on-call rotation covering evenings, weekends, and holidays

• Gestionar escalados procedentes de Nivel 1: análisis inicial, aceptación y priorización de incidencias. • Realizar análisis de extremo a extremo sobre plataformas IMS/CS, utilizando herramientas internas (trazadores, estadísticas, documentación técnica). • Coordinar la resolución de incidencias con N1, mesas de control, ingeniería, tecnología y atención al cliente. • Ejecutar escalados al proveedor (N3) cuando sea necesario y representar al operador ante ellos. • Participar en la gestión de incidencias de alto impacto garantizando tiempos de respuesta adecuados. • Elaborar procedimientos y documentación dirigida a N1 y otras áreas técnicas. • Realizar trabajos programados e intervenciones nocturnas en ocasiones puntuales (carga de parches, cambios de configuración o análisis urgente). • Colaborar en proyectos de evolución de red y servicios. • Redactar informes post-mortem y propuestas de mejora. • Trabajar en horario base 8x5 en un entorno remoto con intervenciones nocturnas.